Job Summary:
Thrive is an innovative technology solutions provider focused on various aspects of technology services including Cyber Security and Managed Services. The Client Support Engineer will provide technical support to client computers and users, diagnose issues, and assist in problem resolution while ensuring effective communication and documentation of solutions.
Responsibilities:
• Identifies, diagnoses, and resolves first level problems for end-users of the workstations, laptops, terminal services and Citrix sessions, end-user software and hardware, network and VPN connectivity, the Internet, server services, server drive space, validation of server error messages for escalation, and new computer technology in a call center environment; communicates solutions to end-users effectively
• Provides one-on-one end-user problem resolution for client (PC) software and connectivity.
• Ensure that all client issues and resolutions are properly documented in the defined ticketing system of either Thrive or the client as required
• Sets up and assists in the configuration of end-user PC desktop hardware, software and peripherals, both onsite and remotely
• Diagnoses and resolves end-user network or local printer problems, PC hardware problems and basic server, e-mail, Internet, VPN, and local-area network access problems
• Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements
• Performs minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third party vendor maintenance agreements as needed
• Acts as remote hands for engineering staff onsite as needed
• Assists Network Technicians in creating materials for end-user frequently asked questions (FAQs) and procedural knowledgebase articles.
• Provides assistance to Tier 2-3 staff with problem research and documentation
Qualifications:
Required:
• 3+ years providing end-user support for current PC desktop and application software
• 3+ years installing, upgrading, troubleshooting, and repairing personal computers in a corporate networked environment
• 3+ years providing end-user support for current suite of Microsoft applications and management software
• 2+ years providing support for an enterprise level userbase in either the legal or financial services industries
• CompTIA A+ Certification or equivalent experience
• CompTIA Net+ Certification or equivalent experience
Company:
Thrive Networks is an outsourced IT provider with an outstanding record of success we have achieved for clients. Founded in 2000, the company is headquartered in San Francisco, USA, with a team of 1001-5000 employees. The company is currently Late Stage.